基于质量成本和客户满意视角的产品质量管理策略研究

Research on Management Tactics of Product Quality from Quality Cost and Customer Satisfaction Viewpoint

现有的产品质量管理策略包括质量成本三区域策略、内建质量和第一次就将事做对等,没有综合考虑质量经济性的技术形态和客户满意等多方面的质量管理需求,需要建立符合经济性和客户质量水平要求的质量管理新策略。在分析现有策略优缺点的基础上,兼顾质量成本和客户质量水平要求的约束条件,运用定量和定性相结合的优化方法总结出新的符合产业需求的质量管理策略模型。该模型包含了五种针对性的质量管理策略选项,可以同时满足企业内部效益需求和客户质量水平约束。该模型对产业的质量管理创新具有一定的应用价值。

Current quality management tactics include Three-zones tactics of quality cost,Built-in-quality and Do It Right The First Time,etc.All these tactics do not fully consider quality management requirements on the technical pattern of quality economics and customer satisfaction.Hence it is necessary to establish quality management tactics from both quality economics and customer quality level requirement viewpoint.With analysis to current tactics of quality management along with the quality cost constraint and customer quality level requirement,a new quality management tactics model with 5 scenarios has been developed by optimization approach to fulfill the industrial application need.The new model is intended for valuable reference on industrial innovation of quality management.